> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/lost-or-stolen-credential.md).

# Lost or Stolen Credential

## Use Case Overview

The workflow enables users to report and promptly deactivate a lost or stolen credential, whether it's a mobile or physical access card. It also provides the option to request a replacement credential within the same process.

#### Request Details Forms

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2Fs3xCOYI8sKfNPynJshBv%2FNew%20Clip%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=f09606f8-fc69-4c2b-8eaf-cdf78edc191a" alt=""><figcaption></figcaption></figure></div>

#### Approval Form

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FX919uoDaYOzGoNIKkcBL%2FScreenshot%202026-05-05%20at%2013.56.40%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=7a9c974b-4d0d-447f-ac3e-7a8a42d20205" alt="" width="450"><figcaption></figcaption></figure></div>

## Prerequisites Configuration

Before configuring this template, ensure the required system entities, such as lists or approver groups, are already set up. This includes pre-configuring the following elements:

{% stepper %}
{% step %}

### [Approver Group](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/approver-groups.md)

An Approver Group is a set of individuals responsible for reviewing credential requests and deciding whether to approve, amend, or deny them. This group must be preconfigured for use in the workflow.
{% endstep %}

{% step %}

### [Command Centre PDF List](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/pdf-list.md)

Import the Personal Data Fields list from Command Centre. This lets AccessNow use cardholder details in the workflow. For example, it can look up the requester's cardholder record and display relevant details to the requester or approvers.

{% hint style="info" %}
You only need to import the Command Centre PDF List once. If you already imported it for another workflow, you can skip this step.
{% endhint %}
{% endstep %}

{% step %}

### [Command Centre Card Type List](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/command-centre-lists/card-type-list.md)

Import the Card Type list from Command Centre. This list defines the physical and mobile credential types available in the workflow. Examples include staff cards, student cards, and digital credentials. These types determine which credentials the workflow can manage.

{% hint style="info" %}
You only need to import the Command Centre Card Type List once. If you already imported it for another workflow, you can skip this step.
{% endhint %}
{% endstep %}

{% step %}

### [Notification Email Templates](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/email-templates.md)

The workflow automatically sends notification emails at configured points, such as notifying approvers when an approval task is created or informing a requester when a request needs an update or is completed. Email templates for these notifications should be predefined. Some templates are workflow-specific, while others are reusable. The emails use variables to personalise the content and ensure tailored messages.
{% endstep %}

{% step %}

### [Create a New Workflow](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/creating-a-new-workflow.md)

To create a workflow from a template, first manually create an empty workflow.
{% endstep %}

{% step %}

### [Import a Template](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/working-with-workflow-templates/importing-workflows.md)

Download the template you want to customize and import it into the empty workflow created earlier. After that, you can start customizing your template.

Once the workflow is imported, steps and fields needing configuration are highlighted in red and are also mentioned in the validation messages. Follow the instructions below to configure these steps.

<figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FtR3jQyPri8zZLOKLG2ee%2Fimage.png?alt=media&amp;token=14e9d93b-6990-47d4-8726-10b618a9db7a" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Step configuration: *Data Initialisation*

Open the workflow in [edit mode](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/editing-a-workflow-version.md) and find the [Data Initialisation step](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/data-initialisation-step.md). This step configures all necessary fields and values required for the workflow before the process runs.

{% hint style="info" %}
The Data Initialisation step is where you link the workflow template to the prerequisite elements you configured in the previous steps. Learn more about [Data Initialisation step configuration](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/data-initialisation-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FruwxSOtqSpf9f0av8cuk%2FScreenshot%202026-04-10%20at%2013.49.16%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=d9b6d315-f179-44d9-899a-58300f15e20c" alt="" width="266"><figcaption></figcaption></figure></div>

#### Data Setup tab

**Click** on the step. It displays the step's configuration in the side panel.

Find the step's **Data Setup** tab. Steps and fields that need configuration are highlighted in red and are also mentioned in the validation message. Follow the instructions in the table below to configure the required fields.&#x20;

<table><thead><tr><th>Field Name</th><th width="131.748779296875">Value type</th><th>Value</th></tr></thead><tbody><tr><td>ApproverGroups</td><td>Group</td><td>Choose the approver groups that receive and review access card requests.</td></tr><tr><td>UniqueUserPdf</td><td>Select PDF List</td><td>Select the PDF that uniquely identifies the cardholder, such as <em>Email</em>.</td></tr><tr><td>ReadPDFsFromCC</td><td>Select PDF List</td><td>Select the PDF that references the cardholder information visible to the approvers, such as <em>Department</em>, <em>Phone</em>, <em>Role</em>, or existing <em>Cardholder Photo, etc.</em></td></tr><tr><td>CardholderImagePdf</td><td>Select PDF List</td><td>Select the image PDF used for the cardholder profile photo, such as <em>Profile Picture</em>.</td></tr><tr><td>MobileCredentialRef</td><td>Select Card Type List</td><td>Select the Mobile Credential card type from the Card Type List.</td></tr><tr><td>CardTypesList</td><td>List</td><td>Select the list that contains the Command Centre card types imported into AccessNow.</td></tr><tr><td>BranchLocationList</td><td>List</td><td>Select the list that contains the available branch pickup locations for physical credentials.</td></tr><tr><td>NotifyApproverEmail</td><td>Email Template</td><td>Select the notification email template to send to an Approver Group when a request for approval is created.</td></tr><tr><td>RequestCompletedEmail</td><td>Email Template</td><td>Choose the notification email template to send to the requester when a request is completed.</td></tr><tr><td>RequestFailedEmail</td><td>Email Template</td><td>Select the email template for notifying users when a request fails due to a system error.</td></tr><tr><td>RequestRejectedEmail</td><td>Email Template</td><td>Choose the notification email template to send to the requester when a request is rejected by the approvers.</td></tr><tr><td>RequestAmendmentEmail</td><td>Email Template</td><td>Choose the email template to notify the requester if an amendment to their request is needed.</td></tr></tbody></table>

Remember to **always Save** your changes.
{% endstep %}

{% step %}

### Step configuration: *Find Cardholder Record in Command Centre*

This step locates the requester's cardholder record in Command Centre using the unique ID (*UniqueUserPdfForRequester*) provided during the *Data Initialisation* step. It can also retrieve additional cardholder information, such as *Department*, *Phone*, *Role*, or *Date of Birth*, when available in Command Centre. The template supports up to four PDFs. This information then appears for the approver.

{% hint style="info" %}
Learn more about the [Process Step configuration](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/process-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FPfOxCTnZg3GdWOZszZVx%2FScreenshot%202026-02-20%20at%2013.29.27%20%E2%80%93%20ScreenClip%20(2).png?alt=media&amp;token=23f669cf-6a6b-4801-87cd-b99d10afbe3d" alt="" width="277"><figcaption></figcaption></figure></div>

#### Process tab > Output Map parameters

**Click** the step. Its configuration appears in the side panel.

Open the step's **Process > Output Map** tab.

In the Data Initialisation step, you selected the Personal Data Fields (PDFs) to look up in Command Centre and display in AccessNow. This process step retrieves those fields.

Configure the **labels** for the Command Centre PDFs. Use the expected Command Centre label names. Add them as parameters under **Process > Output Map**, as shown below.

Output Map fields **before configuration**:

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F0eHTn0iAppdLivHyPCor%2Fimage.png?alt=media&amp;token=2217b9e9-c606-4f5f-91b3-77e8584d332b" alt=""><figcaption></figcaption></figure></div>

Output Map fields **after configuration**. In this example, two unused fields were deleted. **Save** your changes.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FOpfTAB1Ca8nd9Cjin2Gp%2Fimage.png?alt=media&amp;token=9991fa33-81e6-4e8a-92ad-4fa57ab0d3c6" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Step configuration: *Request for Replacement Items*

In this step, the requester can choose to request a replacement credential for those that were lost or stolen. They can select either a mobile or physical access card, depending on which was lost.

#### Form Fields tab > Select branch location > Data Source&#x20;

**Click** on the step. It displays the step's configuration in the side panel.&#x20;

For physical credentials, the collection method must be chosen. The default methods are: in person, from a branch, or via postage. If choosing a branch, a [list](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/custom-lists.md) of branch locations must be provided.&#x20;

Locate the step's **Form Fields** **tab** **> Select branch location field**   &#x20;

Create the list of the **credential pick up branches** using the [Custom List](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/lists/custom-lists.md) in AccessNow. Once ready link the list in the **Data Source** section under the **List Reference** drop-down.   &#x20;

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FwJiQVxXb1CFECy9WbmBa%2Fimage.png?alt=media&amp;token=bac18178-6b65-49b6-bf61-741169ef2128" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Step configuration: *Approval for Replacement Items*

This step creates an approval task for the relevant approver group.

{% hint style="info" %}
Learn more about this type of step in the [Process Task Step section](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/process-task-step.md).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FRzwqEqxDRrZaiQClZqpE%2FScreenshot%202026-02-20%20at%2015.36.00%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=78090b4c-752b-4350-85b7-76a95fe544db" alt="" width="305"><figcaption></figcaption></figure></div>

#### Input Fields tab > Requester Details

The **Requester Details** use the *UserCard* control to display user information, as shown below.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F0LDjLfuavsk99uZXmnzT%2FScreenshot%202026-08-27%20at%2016.18.13%20%E2%80%93%20ScreenClip%20(1).png?alt=media&amp;token=8f846fb4-5f30-4ff2-9ac3-8c59ae66a612" alt="" width="563"><figcaption></figcaption></figure></div>

Go to **Input Fields > Requester Details > UserCard Details**.

The UserCard is an interface element designed to display user details. Its configuration includes definitions for the data to be displayed, such as **First Name** and **Last Name**, which are selected and configured by default.

You can configure the additional **CardholderPdf\_1**, **CardholderPdf\_2**, **CardholderPdf\_3**, and **CardholderPdf\_4** fields, as shown below.

Configure these fields based on the information you want to display. Select the fields in the *Data Initialisation* and *Find Requester in Command Centre* steps. For example, **Field3** was cleared because it was not used.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FpOSB3pF4SUFez8fjrBNX%2FScreenshot%202026-08-27%20at%2016.26.45%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=848e9c99-4af6-4fe3-863f-65f245c4c29e" alt=""><figcaption></figcaption></figure></div>

In this example, the workflow retrieves **Photo**, **Role**, and **User ID** details from Command Centre.

To complete the configuration, choose labels for the cardholder information retrieved from Command Centre and shown to the approver. See the example below.

{% hint style="info" %}
To use the current Command Centre cardholder photo, select the **Photo** box. Then select the *CardholderPdf* variable assigned in the **Find Cardholder** workflow step.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2F1PFIFvklXeddwci0TYcx%2FScreenshot%202026-08-27%20at%2016.46.17%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=76f75032-2a67-4b9b-9504-6d08d3a692eb" alt=""><figcaption></figcaption></figure></div>

{% hint style="info" %}
If your workflow has multiple Approval steps or needs information about other cardholders, repeat these steps for each Approval step or UserCard. This applies to requests made on another person's behalf.
{% endhint %}

Remember to **Save** your changes.

#### Email tab > Contact Email Template

Requesters can contact the approver group by selecting the **Contact our team** link. They can enter a custom message and send it to the approval team. This requires an email template for messages sent to approvers.

<figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FvFehacAlRNrCGvl2DSGe%2FScreenshot%202026-02-20%20at%2015.44.09%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=1de81e05-6769-4989-977b-1787b4ae1188" alt=""><figcaption></figcaption></figure>

To configure the email template, open the **Email** tab. From the **Contact Email Template** drop-down, select the template used when a requester contacts the approval team.

Remember to **Save** your changes.

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2Faz9QyWaI3I75V2M0webn%2FScreenshot%202026-02-20%20at%2015.52.26%20%E2%80%93%20ScreenClip.png?alt=media&amp;token=8454b448-343d-4f69-b270-293a4ffd0fa9" alt="" width="329"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

### Step configuration: *Request For Replacement Items Requires Amendment*

This step returns the request to the requester when the credential review identifies required amendments, such as uploading a new photo. This is essentially a task for the requester to complete, which is why it uses the [Process Task](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/process-task-step.md) step.

{% hint style="info" %}
You can learn more about this type of step in the [Process Task Step section](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-configuration/steps/process-task-step.md).
{% endhint %}

#### Input Form tab > Select branch location > Data source&#x20;

**Click** on the step. It displays the step's configuration in the side panel.&#x20;

At this point, the requester can amend the details of their request, including the pickup method. Therefore, it is necessary to refer to the pickup locations list in case the branch collection method is selected.

Locate the step's **Form Fields** **tab** **> Select branch location field**   &#x20;

Select the same list of credential pickup branches as used in the [*Credential Details* Step configuration](#step-configuration-credential-details). Link the list in the **Data Source** section under the **List Reference** dropdown.

**Save** your changes.&#x20;

<div data-with-frame="true"><figure><img src="https://3605010251-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHOxYzVrszbXcNBUauC0e%2Fuploads%2FNuETf1aZkhTH3u5sYS7E%2Fimage.png?alt=media&amp;token=fefa1569-c45a-4c5b-a974-8de88520f6cf" alt="" width="563"><figcaption></figcaption></figure></div>

{% endstep %}

{% step %}

### Steps configuration: *Print and Dispatch, Retry - Create Credential*

Follow the steps for configuring requester details as outlined in the [Input Fields Tab under Requester Details](#step-configuration-approval-for-replacement-items) instructions.
{% endstep %}

{% step %}

### [Test the Workflow](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/testing-a-workflow-version.md)

It is recommended to test the workflow before publishing it for use by the system's end users.
{% endstep %}

{% step %}

### [Publish the Workflow](/knowledge-hub/accessnow-user-guide/workflow-creation/creating-and-managing-workflows/workflow-management/publishing-a-workflow-version.md)

After testing and confirming the results, publish the workflow to make it available for system users.
{% endstep %}
{% endstepper %}


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